Operational Supervisor

About the role

The Operational Supervisor leads a frontline team to deliver consistent, high‑quality service that meets performance targets and client expectations. This position balances tactical execution with people leadership, ensuring agents are supported, metrics are achieved, and processes are followed.

Key responsibilities

• Supervise daily operations and ensure adherence to SLAs and KPIs.
• Conduct shift briefings, performance updates, and coaching sessions.
• Monitor dashboards, allocate tasks, and adjust staffing based on real‑time needs.
• Escalate performance or compliance issues promptly.
• Maintain documentation standards for attendance, adherence, and incidents.
• Promote a culture of fairness, professionalism, and ethical conduct.
• Collaborate with Workforce, QA, and Training teams to support development.
• Provide feedback and support to agents in line with company values.
• Participate in calibration sessions and contribute to process‑improvement initiatives.
• Ensure compliance with company policies and client expectations.

Required profile

• Builds effective teams: coaches agents, fosters collaboration, and promotes peer support.
• Ensures accountability: tracks performance, escalates issues, and enforces standards.
• Plans and aligns: manages staffing, shift planning, and real‑time adjustments.
• Communicates effectively: delivers feedback, leads briefings, and resolves conflicts.
• Instills trust: applies policies fairly, maintains confidentiality, and models integrity.

Required skills